Onsite System Specialist - Customer Inventory Programs

Job Description

Position Summary

The Onsite System Specialist is a hands-on specialist and the primary field representative for Fasteners Direct's customer inventory programs. This critical role is responsible for the physical execution of our system-driven replenishment models, including Stock & Lock and Sure Stock. The specialist will lead the installation, maintenance, auditing, and continuous improvement of these systems at customer sites. By ensuring our customers experience exceptional reliability, organization, and confidence in their fastener supply, this individual acts as the vital, frontline feedback loop connecting the customer experience with our Sales, Operations, and CX teams.

Guiding Principles of the Role

This role is guided by the following core principles that define our approach to service and operational excellence:

Clarity Over Complexity: Strive to make systems easier for customers and internal teams to use, maintain, and understand.

Empowerment With Accountability: Take ownership of on-site decisions and outcomes within a defined scope of authority.

Data-Driven Actions: Utilize on-site observations and data to inform reporting, forecasting, and program enhancements.

Proactive Collaboration: Communicate early and often with Sales, Operations, CX, and customers to prevent issues and align on goals.

Voice of the Customer (VoC): Serve as the eyes, ears, and pulse of the customer experience, translating field observations into actionable insights.

Primary Responsibilities

Field Execution & Physical System Management

Conduct scheduled and ad-hoc on-site system maintenance visits based on requests from Account Executives (AEs), customers, or internal teams.

Perform comprehensive bin-level audits, including usage checks, verification of labeling, physical organization, consolidation, and replenishment support.

Identify and mitigate potential backstock risks, count discrepancies, or physical inefficiencies in customer inventory areas.

Print, deliver, and apply bin labels for new, updated, or expanded customer programs, ensuring 100% accuracy and clarity.

Validate that on-site Stock & Lock and Sure Stock layouts precisely match documented customer agreements.

New Program Installations

Lead the end-to-end physical installation of new customer inventory programs, including the setup of bins, labels, shelving, hardware, and associated signage.

Ensure all new inventory areas are organized for maximum clarity, usability, and efficiency from day one.

Coordinate with Operations and Sales teams to ensure all materials are staged and the customer is prepared for a seamless installation.

Execute all go-live procedures and confirm complete system readiness before handing off to the customer and internal teams.

Customer Relationship & Communication

Act as the primary "Voice of the Customer" by gathering qualitative, real-time feedback and reporting key insights to internal stakeholders.

Identify friction points, risks, or opportunities for operational improvements or sales expansion while on-site.

Serve as a trusted, proactive on-site partner, building strong relationships and educating customer personnel on basic system processes and expectations.

Issue Identification & Escalation

Diligently document and communicate inventory problems, quality concerns, unusual usage patterns, or misalignments with contractual agreements.

Proactively escalate critical issues to the Systems Supervisor, AEs, or Operations before they can impact supply continuity for the customer.

Recommend practical, effective corrective actions based on direct field observations.

Internal Collaboration & Support

Partner closely with AEs to provide customer updates, plan program resets, and prioritize site visits effectively.

Provide valuable field intelligence that strengthens the accuracy of forecasting, reporting, pricing models, and replenishment cycles.

Support the Operations team by providing clear documentation and context regarding customer-specific physical setup requirements.

Assist with data administration tasks, such as scanning or entering card orders into the ERP system (InxSQL) and monitoring customer revenue to identify early churn signals.

Contribute to special projects as assigned by the Systems Supervisor.

Authority & Decision Scope

Empowered to:

Make real-time, on-site adjustments to system layouts and organization within the parameters of the customer agreement.

Resolve minor customer issues and answer process-related questions immediately.

Prioritize your weekly visit schedule based on urgency and Service Level Agreement (SLA) requirements.

Recommend changes to bin layout, labeling standards, or stocking organization to improve efficiency.

Escalation Required for:

Requests involving changes to pricing, contractual terms, or the agreed-upon SKU mix.

Customer requests that fall outside the approved scope of the service agreement.

Issues that have a direct impact on order fulfillment, operational workflow, or company financials.

Measures of Success (Key Performance Indicators)

Your performance will be measured against the following key metrics, reviewed weekly and evaluated monthly:

KPI

Target

Visit SLA Completion

95%+

Installation Quality Score (Go-Live Readiness)

100%

Field Issue Escalation Time

Same Day

Customer Feedback / Relationship Score

4.7/5+

System Condition Compliance (Labeling, Org, etc.)

98%+

Skills & Qualifications

Experience: 1-3 years of experience in a field service, inventory management, warehousing, manufacturing, logistics, or related customer-facing operational role.

Customer Focus: Proven experience interacting directly with customers in a professional setting. Must have a strong customer presence-professional, confident, and personable.

Organizational Skills: Highly organized, observant, and detail-oriented. Takes pride in well-organized, visually clear inventory spaces.

Autonomy: Comfortable working independently at customer sites with a high degree of accountability.

Problem-Solving: Strong judgment with a proactive, not reactive, mindset. Can translate field observations into actionable insights.

Communication: Excellent verbal and written communication skills, with the ability to document findings clearly and concisely.

Environment: Comfortable and effective working in various industrial or production environments.

Tools & Technology

Experience with ERP systems is preferred (INxSQL is ideal, but trainable).

Proficiency with CRM tools for logging visit notes and follow-ups (e.g., Pipedrive).

Basic reporting and data entry skills using Google Sheets or MS Excel.

Familiarity with labeling equipment, mobile scanning devices, and other mobile tools.

Ability to use standard hand tools for shelving and bin installation.

The Ideal Candidate

You will thrive in this role if you:

Love being in the field and working hands-on, not behind a desk.

Enjoy the challenge of solving operational puzzles in real-time.

Feel a deep sense of accountability to both your customers and your teammates.

Notice the small details that others often overlook-and you take action on them.

Desire a role with autonomy, trust, and meaningful responsibility.

Career Path & Growth Opportunities

We are committed to your professional growth. A typical career path for a successful Onsite System Specialist could progress to roles such as Systems Supervisor, Systems Champion, Operations Manager, or even Director-level leadership opportunities within Operations or Customer Experience.

Physical Requirements

This role requires the ability to be on your feet for extended periods.

Must be able to lift and move bins or boxes, weighing up to 50 lbs.

Requires the physical ability to use hand tools for installing shelving and other hardware in various industrial and manufacturing environments.

Pay range: $50,000-$62,400 (annualized based on expected hours)

Travel expectations

Approximately 40-60% local and regional travel

Primarily within Upstate New York and nearby Northeast regions

Day travel is most common; occasional overnight travel based on customer installations or program launches

Schedule expectations

Monday-Friday, generally aligned to standard business hours

Typical working hours fall between 7:00am-5:00pm, depending on customer site requirements (All hours worked are recorded and compensated in accordance with applicable overtime laws.)

Flexibility expected for early starts or extended days related to installations, audits, or customer needs

Driving requirement

Valid driver's license required

Regular travel to customer sites is essential to the role

Company vehicle provided; otherwise, personal vehicle use with mileage reimbursement per company policy

Benefits:

• Health insurance

• Dental insurance

• Vision insurance

• 401(k)

• 401(k) matching

• Paid time off

• Bonus PTO

• Performance bonuses

• Growth by Sharing

Company: Fasteners Direct

Job Title: Onsite System Specialist - Customer Inventory Programs

Location: Rochester, NY

Position Type: Full-Time, Onsite & Travel

Reports To: Systems Supervisor; with strategic alignment to the Director of Customer Experience

Full-time